Bulk Centre Business Plan 2009-2010
Foreword
Our Business Plan builds on those of the MOJ and HMCS. It sets out the considerable amount of work performed by the Bulk Centre in 2008/09 as well as what we intend to achieve in 2009/10.
In particular, we will continue to examine what we do and seek better ways of doing it which will improve further the customer service we provide. We will also continue to improve the overall quality of the work produced by our teams, by ensuring that training and development of staff takes priority. I believe it provides an excellent basis for the Bulk Centre.
The year ahead:
Senior leadership of the Bulk Centre will transfer from the Midlands Region to the direct control of Peter Risk, Western Regional Director, who is also taking the national lead on developing HM Courts Service civil strategy. This change will enable us to be directly involved in that strategy and best-placed to deal with any additional work that comes to the Bulk Centre. This move will also see the Bulk Centre being officially recognised as a centralised unit across HM Courts Service by staying detached from a Region.
We welcome the visit from the Lean Team and the training for our people. In addition to this ‘on the job’ training, Ceridwen and another member of the senior management team will be attending the Lean Academy to ensure that our Lean journey continues into the future.
The main IT challenge this year is to work with our colleagues in Headquarters to update Money Claim Online and MCOL Rebuild will go live in the year. This will bring in PCI Compliance and will enable payment of fees by direct debit in addition to the current credit/debit card payment methods.
2008/09 Progress & Achievements
• The CCBC issued 57% of all small claims monetary cases for England and Wales. The MCOL issued a further 11%.
• The CCBC has extended its email communication services in line with our promises in the previous business plan. 45% of all correspondences received is now via email
• We have encouraged and therefore increased its BACS payments to 40% of the total received on CAPS
• All training materials have been reviewed. This is a continuous process as and when required due to civil procedure changes/updates.
• We ensured a smooth transition for PCOL Bulk issue by working alongside the previous debt and housing branch
• We are now the contact point for technical queries which PCOL bulk users experience
• Due to budgetary constraints our training team has now been disbanded, however we are retaining the experience on the areas where they have the most knowledge
• The new traffic management act has been implemented and this transition ran smoothly for all customers
• We have revised our helpdesk call ceilings which means we now have the ability to answer more calls on all helpdesk disciplines
• We have processed all CPC data files on the day of receipt
• We have increased our quality of call handling via the helpdesk which has seen a significant decrease in complaints
• We have reduced finance bills by over £700 by changing from bottled to filtered water amongst other changes
Key Priorities for 2009/10
During 2009/10 we are looking to deliver the following commitments to our customers
• We will implement LEAN methodology across the separate business areas via the LEAN change agents to ensure our processes are as efficient and consistent as possible, that continue to provide a high quality service that meets the needs of our users
• We will restructure the Finance and HR teams to ensure a streamlined business area with clear responsibilities for all
• We will amalgamate the CCBC and MCOL teams to become specialised in Pre and Post judgment workloads
• We will continue to develop Leadership skills of all managers
• We will issue 75%+ of all small monetary claims in England and Wales
• We will continue to multi train our staff to ensure complete flexibility across all business areas in line with LEAN principles
• We will implement an improved MCOL system which is more user friendly for our customers
• We will strive to meet the new complaint target, to respond within 10 working days
• We will strive to reduce the financial burden we place on the taxpayer, by delivering fair and simple routes to Civil Justice and by reviewing local expenditure.